# Understanding 'Opens Email' and 'Replies to Email' Decision **URL:** \ **Category:** Product Support\ **Created:** [April 29, 2021, 9:43am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265 "2021-04-29T09:43:21Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [April 29, 2021, 9:43am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/1 "2021-04-29T09:43:21Z")
Hi I created Email Drip Campaign. It has 2 decisions box ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/f/fde22d71c56d0186ff420e7537e913dab88f7b72.png) It has 3 actions: - Send Email#1 after 1 min, - Send Email#2 after 2 mins, - Send Email#3 after 3 mins It checks if Email#1 is opened or not. If opened, It sends Email#2 again It checks if Email#2 is opened or not. If opened, It sends Email#3 again when campaign runs, all 3 mail comes to inbox of contact. Problem is: 1. Email#2 is not yet opened, but it fires Email#3 again - automatically 2. When I reply back to Email#1, it does not fire Email#2. My Email settings is as below: ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/b/b97fdabbb54f67bd08a6e7d748abd3a72978d990.png) ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/0/08d11588b6f5943170054926e6d4074284b5aaca.png) ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/2/2b99426252ad57566b63d42b9c28a7e59ad589dd.png) Any hints ? Thanks Ashish ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [April 29, 2021, 9:46am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/2 "2021-04-29T09:46:39Z")
A Correction: Actually logic is: It checks if contact as replied to Email#1 or not. If Replied, It sends Email#2 again It checks if contact has opened Email#2 or not. If opened, It sends Email#3 again when campaign runs, all 3 mail comes to inbox of contact. Problem is: 1. Email#2 is not yet opened, but it fires Email#3 again - automatically 2. When I reply back to Email#1, it does not fire Email#2. ---
**Author:** ![ekke](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ekke/32/296_2.png) [@ekke](https://forum.mautic.org/u/ekke)\ **Post date:** [April 29, 2021, 3:00pm UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/3 "2021-04-29T15:00:47Z")
Hi @ashishajmani , Email status tracking is not reliable in many cases these days - e.g. some mailers pre-fetch images which let’s us believe it was read, but wasn’t. Can you please look at the history timeline of a contact in questions, and confirm that the email is indeed considered unopened (i.e. “Email sent” as opposed to “Email read”)? Thanks, Ekke ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [April 29, 2021, 4:12pm UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/4 "2021-04-29T16:12:51Z")
Hello Ekke Please see below trails: Contact Created → Segment Updated → Campaign Triggered ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/3/3d3e60312a2594b288b4b3e757672e5375db641e.png) **Email#1 arrived in Inbox** ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/5/516468ab3f5a8e93c58d4dcc0e278fb70b8b2139.png) **Email #2 action triggered** ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/8/81ea73650c14097c7f66f7c7aea3c362230ceeda.png) **Email #2 arrived in Inbox** ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/9/9d43ad1188b3153220eaadb6175bbb6ff7bd9f80.png) **Email #3 sent and read** - DONT KNOW HOW ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/1/172e076082f535bc20f409097c1b02c9e8050df9.png) Though in mail Email #3 is still unread Email #2 is still unread, but it has been treated as READ via Mautic and automatically action has triggered and Email #3 has been sent again (see 2 written…) ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/5/5fad5c315afec0bf18cac73d4ad0c313fce8bf77.png) ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/d/d572ecda5a52abd40c22106e94b2d3c2a747798c.png) ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [April 29, 2021, 4:13pm UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/5 "2021-04-29T16:13:53Z")
please ignore last image - sent by mistake again. ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [April 30, 2021, 4:43pm UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/6 "2021-04-30T16:43:55Z")
> [@ekke](#): > > meline of a contact in questions, and confirm that the email is indeed considered unopened (i.e. “Email sent” as opposed to “Email read”)? Hello I also disabled automatic loading of Images to FALSE, even then same set of actions are happening. 😢 ---
**Author:** ![ekke](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ekke/32/296_2.png) [@ekke](https://forum.mautic.org/u/ekke)\ **Post date:** [May 3, 2021, 4:14am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/7 "2021-05-03T04:14:30Z")
Please click on the envelope icon at the beginning of the “email read” line, and it will tell you when and by what client the email was “read”! ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 3, 2021, 4:47am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/8 "2021-05-03T04:47:11Z")
Thanks Ekke for your suggestion I checked. Email (#1) Sent log: ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/3/35f623046957603c9cfc47c8e6c98da2a0df9378.png) Email (#1) Read Log ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/1/1b9f6de1ca6cfe4bef6e68765d94ae622a991228.png) Email (#2) Sent Log: ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/e/eb2352bf992e3b5ccae7f8790ff9de91e96749ea.png) Email (#2) Sent Log: ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/e/eee9698ad4995a6f765223ae2e01546cb259b045.png) Email (#2) Read Log: Emails are yet to be opened in my Gmail Mailbox. I also tried keeping setting as 'Ask before displaying external images" - but that also is not helping. ![image](https://us1.discourse-cdn.com/flex020/uploads/mautic/original/2X/d/da11d2f6ecd87631f3d56cdb62b23f74611b1de5.png) Thanks a ---
**Author:** ![ekke](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ekke/32/296_2.png) [@ekke](https://forum.mautic.org/u/ekke)\ **Post date:** [May 3, 2021, 5:20am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/9 "2021-05-03T05:20:54Z")
ok, so it is Gmail as you say (which is also confirmed by the user agent). → The Google Image Proxy is prefetching the images regardless of any “Ask before displaying external images” settings. I suggest you try with a non-gmail (non-prefetching) email account, and you will see the behavior vanish. 🙂 ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 3, 2021, 5:36am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/10 "2021-05-03T05:36:24Z")
Thanks Ekke. Ok…so does it means if any lead has their Gmail account, this problem will persists ? and that there is no workaround ? as while we run marketing campaigns for our clients, we should not bother if leads have gmail account or non-gmail account… 😢 Thanks A ---
**Author:** ![ekke](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ekke/32/296_2.png) [@ekke](https://forum.mautic.org/u/ekke)\ **Post date:** [May 3, 2021, 7:29am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/11 "2021-05-03T07:29:24Z")
That’s true, but there is not much we as email marketers (or Mautic) can do about it… it’s a general situation. [https://www.google.com/search?q=email+open+rate+image+proxy](https://www.google.com/search?q=email+open+rate+image+proxy) See my initial remarks: > Email status tracking is not reliable in many cases these days - e.g. some mailers pre-fetch images which let’s us believe it was read, but wasn’t. ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 4, 2021, 8:19am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/12 "2021-05-04T08:19:28Z")
Thanks Ekke. ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 7, 2021, 12:59pm UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/13 "2021-05-07T12:59:38Z")
only worry is 35-50% of the world uses gmail as their mailbox. If read replies cannot be tracked if mailbox is gmail, then who the campaigns can work ? its means loss in business and not bringing in any results… @joeyk @mikew@ekke ---
**Author:** ![joeyk](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/joeyk/32/11164_2.png) [@joeyk](https://forum.mautic.org/u/joeyk)\ **Post date:** [May 7, 2021, 4:34pm UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/14 "2021-05-07T16:34:13Z")
Gmail works fine. Pixel doesnt fire if you land in promo. ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 7, 2021, 6:10pm UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/15 "2021-05-07T18:10:03Z")
Hi Joey But we cannot make sure thay it lands in promotional tab and not in inbox. So it’s still dicy. Isn’t it ? Thanks A. ---
**Author:** ![joeyk](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/joeyk/32/11164_2.png) [@joeyk](https://forum.mautic.org/u/joeyk)\ **Post date:** [May 8, 2021, 8:16am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/16 "2021-05-08T08:16:30Z")
Well, it depends on many things. Sometimes it’s showing tracking even in promo. Some people use gmail with another email reader (like on their phone) so you can’t say it’s not good. Mautic is just as good as any other tool. ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 8, 2021, 8:20am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/17 "2021-05-08T08:20:39Z")
> [@joeyk](#): > > er tool. sure. will diagnose more… ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 8, 2021, 8:21am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/18 "2021-05-08T08:21:26Z")
Reply is working moment I set IMAP…though response on reply email is not that great over a specific folder as compared to Inbox which in instant. ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 8, 2021, 8:39am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/19 "2021-05-08T08:39:57Z")
from folder other than Inbox - its not actually working ---
**Author:** ![ashishajmani](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.mautic.org/ashishajmani/32/608_2.png) [@ashishajmani](https://forum.mautic.org/u/ashishajmani)\ **Post date:** [May 8, 2021, 8:40am UTC](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265/20 "2021-05-08T08:40:35Z")
I mean action on REPLY emails if tracked to folder other than INBOX, is not working. [Next page](https://forum.mautic.org/t/understanding-opens-email-and-replies-to-email-decision/19265.md?page=2)